Field Engineer

Position: Field Engineer 2
Job Description:

Under the general direction of the Data Center Manager, the Data Center Technician will physically support and provide remote hand data center services for customers as well as facilitate customer access.
• Support day-to-day operations of the data center.
• Consult, move, and install shelves, power strips, rails, cable management, servers, switches, and other equipment to drive and follow requirements.
• Provide, quality checks and close remote hands for customers with limited direction.
• Determine and evolve inspection plans and visually inspect equipment for errors or unusual noises.
• Review work orders and as post-work quality assurance to ensure requests are handled accordingly to requests.
• Troubleshoot physical problems and address issues.
• Consult with senior peers on complex projects.
• Consult and conduct inventory control Prescreening Questions:
Please ask your consultant these additional questions and type their answers. Do not send this to them to complete it as we do not want them looking up answers. When working with a high level client (i.e. executive level) and they believe (incorrectly), that they know what the problem is and how to fix it, how would you manage the situation with the executive?

Describe an incident where you had a conflict with a coworker and how you resolved it.

Describe an incident where the user had a bad experience with a Help or Service Desk, and thru no fault of your own, the user is very upset with the situation/delay in support/etc., and how did you handle that situation.

For the equipment types listed below, please indicate your skill level (0 - None, 1 - Fundamental, 2 - Proficient, 3 - Advanced, 4 - Expert)
Windows Desktop _____Windows Laptop _____Apple/MAC _____Portable or mobility devices (tablets, phones) _____Routers/Switches _____Servers _____ What type of Remote diagnostic software do you prefer and why?

What type of ticketing systems do have experience with?

A. Peregrine

B. Service Now

C. Heat

D. Remedy

E. Other (explain):_____________ Describe the significance of a Service Level Agreement (SLA) , in regards to call tickets?

For the Operating systems listed below, please indicate your skill level (0 - None, 1 - Fundamental, 2 - Proficient, 3 - Advanced, 4 - Expert)
Windows 7 _____Windows 8 (8.1) _____Windows 10 _____iOS (7 & higher) _____mac OS _____Linux _____Other (specify) _____ For the internal devices listed below, please indicate your skill level in replacing these as part of a repair activity (assume Dell, HP, Lenovo, etc..) (0 - None, 1 - Fundamental, 2 - Proficient, 3 - Advanced, 4 - Expert)
Hard drive _____Memory _____DVD/CD _____Motherboard _____NIC/WIFI etc. _____LCD screen _____ What manufacturers have you ordered replacement warranty parts from in your previous experience? For the items listed below, please provide your skill level relative to configuring, connectivity and troubleshooting on a laptop/desktop. LAN _____Network Printer _____Wireless (WIFI) _____Desktop/Multifunction Printer _____What resources do you use when you don't know the answer to quickly repair a machine (check with coworker, manufacturer website, Internet) How would you define quality in the workplace?

Describe your experience with unboxing/configuring/relocating/delivering laptops/desktops/monitors (commonly referred to as IMACD activities). These two statements will be made up front to all candidates (Pinnacle is already doing something very similar)